Category Archives: Customer Satisfaction

Satisfaction of a customer acts as oxygen for companies without which the firms will no longer survive. And keeping a track of the satisfaction levels makes it easier to offer better services without spending a lot of money. Surveys which are filled by customers after receiving service from a company which rate the quality of customer support are referred as customer satisfaction surveys.

These surveys are an integral part of customer service through which companies can analyze what the customers think about their customer service department.Continue reading→

Every B2C company in India is dependent on the customer services for improving their reputation in the market. Startups and mid-sized firms continue to expand their business by taking support of this process

Customer service is currently evolving with addition of new channels like email, social media and live chat support. Also, several techniques like data analytics, personalization and proactive support are changing the dynamics of customer support in current scenario.Continue reading→

The biggest headache for inbound call center service providers is to handle the long queues that never seem to get short. There are many reasons which result in the long queues at contact centers. There are certain seasons during which the call flow may increase. Excessive leaves taken by agents and high AHT can also result in long queues.

Here are some of the tips that could help call centres in handling long queues:

Avoid Giving Holidays In The Busy Season: We, at A1 Call Center, try to restrict leaves during the holidays when they fall in busy season. Although we are not against taking leaves on holidays and celebrating with family but for us work comes first. This ensures that there are always enough agents to answer the calls promptly.

Provide Common Information in Queue Messages: Most of the times callers need some basic information which is common for many callers. We make sure that the queue messages include such information. It has been observed that around 20% of the callers get the required information through queue messages alone.

Introduce Call Back Feature: No one likes to wait over the telephone. Call centers should implement call back functionality so that callers could choose whether they want to hold the line or let you call them back. Many of the customers do not require immediate assistance so they can be given assistance when the call flow reduces.

Assign Non-Working Days/Hours For Training: It is very important that your agents are well trained and informed about the product and their work. However, it is not right to sacrifice working hours for training the agents as it will reduce your agent strength taking the calls and will result in long queues. Training hours and days should be well planned in advance and should be scheduled for non-working days.

Answering phone calls and providing the best possible solution to customers for their queries is one of the most important tasks of a business organization. Customers are now said to be the king and organizations are the ones who make products to serve them. Such a market scenario has made it essential for organizations to find an expert vendor who can provide them efficient call center outsourcing services. Most of the businesses choose to outsource telephone answering services in India as it has been found to be of great value.

Outsourcing such services to India has many benefits, one of them being a significant improvement in customer satisfaction. Here are some of the reasons for such benefits:

Professionals Take Care Of Your Customers: Whether you are outsourcing appointment setting in India or availing outsourced order processing services, you can always be sure of receiving professional call center agents for your process. Indian call center service providers have access to a large pool of talented professionals. When such people take care of your business tasks and communicate with your customers, you can always expect a higher rate of customer satisfaction.

You Are Available Round The Clock To Your Customers: You never know when your customers might need you and may call you for assistance or with a sales inquiry. By outsourcing your requirements to an Indian vendor you can make sure that your customers are able to reach you anytime and get their queries solved.

Proper Attention To Each Detail: Indian call center service providers have huge experience and extensive knowledge of delivering customer care support services. They know every detail of the task at hand and have experience of handling diverse situations that may arise during customer calls. Whether it is about average handling time, c0all waiting time, a tone of the agents, script or any other detail, the outsourcing vendors pay close attention to all such things.

Customer satisfaction really matters now as there are lots of choices for customers and if they are not satisfied with your services then they will go for one of your competitors. You should get some tips for improving customer satisfaction in order to get the most out of phone answering services. Such incidents can be easily minimized by outsourcing telephone answering services in India.

The performance of agents working in a call center is one of the biggest concerns for service providers as their performance directly depends upon the quality of work done by these agents. If the agents start performing poorly or are not able to deliver up to the expectations of the customers then your business will suffer because of it. You can easily improve the performance of agents in your call center by implementing proper monitoring and training strategies.

Here are some of the tips that could help you in enhancing the performance of your agents:

On Job Training: Coaching agents on the floor while they are handling calls and solving customer queries is one the most effective performance enhancement technique. Supervisors and team leaders should roam around on the floor among their team members to hear and evaluate how they are handling customers. If they feel that a certain agent requires improvement or help in certain area then they can guide them on the spot and try to fix the problems at that very point.

Silent Monitoring: You can also go one step ahead of the on-job training by implementing silent monitoring at your delivery center. In silent monitoring, agents are not aware about the calls which get monitored by the supervisors. This helps you in getting a true evaluation of the quality of the agents and also keeps agents on their toes as they never know which calls might get monitored.

Customer and Agent Participation: You should encourage interaction between agents and supervisors so that they are able to take help from supervisors whenever they are in a difficult situation. Supervisors could help them through chat without the knowledge of the customer or can take the call and handle the situation themselves. Agents would be able to learn a lot from their supervisors through this technique. Customer feed backs can also be used to understand the experience of customers while talking with the customer care executives. This feedback could give some very useful insight about the strengths and weaknesses of the agents. Supervisors and trainers could work together on the weakness of their agents and improve their performance.

Agents form an integral part of every customer care call center therefore it is necessary to make them capable of delivering high quality services. We, at A1 Call Center, have been using the above strategies for enhancing the performance of our agents at our call centers in Noida and they have proved highly effective for us. Further, we also train our agents for various strategies so that they can make customers feel loved as customer satisfaction is our prime objective. If you want to ask any questions or want to share your thoughts on this topic then please leave us a comment below.

Delivering customer services requires a lot of skills and proper knowledge of the work. Customer satisfaction cannot be achieved unless you deliver proper solutions and a nice experience to them. Building relationship with customers is also very crucial as it helps them in conveying their problems easily and allows you to provide a well aimed solution for the same to them. Call centers should encourage their agents to build good rapport with customers while delivering customer services.Continue reading→

Businesses need to provide exceptional customer service today as the competition has become a lot tougher than it used to be. There are so many options for customers in every segment that making them stick to a particular brand or particular service provider would require genuine efforts from the vendor. For this very reason, businesses maintain a contact center or outsource their customer support work to Indian call centers.

The marketing strategy of most businesses is linear. It starts with attracting the customer and ends with selling to them. However at A1 call center we have a different approach. For us, the marketing efforts by the business should be targeted for not just sale, but for retention of the customer. The customer should not enter and exit from a linear marketing campaign, but the customer should stay within the continuous circle of marketing.